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Senior IT Support Technician

Eton CollegeWindsor and Maidenhead

Role Introduction

The IT Department provides all of Eton College’s information and communications technology services for more than 2,000 users, both inside and outside of the classroom. You will report directly to the IT Service Delivery Manager and will need to be able to provide IT assistance across the college such as resolving help-desk requests on computer hardware, software and network systems. The successful candidate will have excellent customer service skills and some experience working within IT support or helpdesk work. 

Main Duties

  • Diagnose and resolve software, hardware, printers (copier & scanner) and telephony incidents & requests, including operating systems (Windows and Mac) and across a range of applications some bespoke; 
  • Assist with any logged IT related incidents & requests when called upon;
  • Take ownership of issues by carrying out problem analysis to implement permanent fixes to resort service to the customer as soon as possible; accurately escalating incidents and requests when necessary;
  • Accurately recording, updating and documenting requests using the IT service helpdesk system
  • Installation and configuration of new IT equipment;
  • Work under minimal direction and where appropriate provide direction to junior members of the team;
  • Maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately;
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation;
  • To be a highly motivated team player with the skills and ability to manage changing priorities;
  • Create, maintain and publish relevant support documentation to assist all staff/students in quick resolution of their incidents and service requests and enable users to become more self-sufficient;
  • Exhibit a flexible approach to working on a rota basis of late and early shifts and provide necessary cover where needed;
  • Provide training to fellow team members on project rollouts, latest technologies and assist with their development;
  • Be willing to attend internal and external training as necessary to keep up to date with the latest technology and internal system processes;
  • To work within the relevant legislation, policies and procedures;
  • Proactively monitor and recommend changes to improve processes and policies, bringing new ideas and solutions to improve IT services to the College;
  • Undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of remit;
  • To provide front line IT Helpdesk assistance providing ICT help to Eton staff and pupils;
  • Hardware and software support of school devices including Microsoft and Apple computers, printers, telephones and network equipment;
  • Fault diagnosis and repairs to a wide range of end-user devices;
  • User support for standard software packages and bespoke systems;
  • Use of computerised Helpdesk facility and management of calls from inception to a conclusion;
  • Call management of own calls and cover if required for other calls;
  • Route calls to the right person to complete the task;
  • Escalate appropriate calls to the right person to resolve a problematic issue;
  • Commitment and promotion of equality, diversity & inclusion;
  • All positions at Eton are classed as ‘regulated activity’ as per the Keeping Children Safe in Education 2021 guidance, therefore a good understanding of safeguarding procedures is essential;
  • Commitment to safeguarding and promoting the welfare of children, including by not limited to, completing safeguarding training as required, and ensuring any safeguarding updates issued by the College are read and understood;
  • Understand and comply with procedures and legislation relating to confidentiality.

The Ideal Candidate

  • Experienced at a senior level and knowledge in IT support and Helpdesk work (including IT Computing qualifications at GCSE, BTEC, A-Level, ITIL Foundation);
  • Ability to work alone on day to day Helpdesk enquiries;
  • Knowledge of Microsoft (Version 2010 onwards and Mac (Version Sierra onwards) operating systems, including installation, configuration;
  • Mobile device support, including Microsoft, iOS, Android;
  • Experience with computer and peripheral hardware servicing and basic repairs;
  • Excellent customer service skills and a friendly and helpful manner;
  • A demonstrable aptitude and passion for information and communications technology;
  • Confidence and willingness to learn;
  • Good communication skills and ability to work well in a team environment;
  • Ability to organise and prioritise workloads and those of other junior members of the team.

Benefits

Eton College offers a wide range of benefits, including an 11% employer contribution to your pension (with 4.9% employee contribution), Employee Assistance Programme, enhanced Maternity / Paternity scheme, free eyecare vouchers, a cycle to work scheme, subsidised lunches during term time, free access to the College’s sport and leisure facilities and discounts at local retailers and businesses.

About the College

We are an equal opportunities employer and are seeking applications from suitable candidates from all backgrounds. We are dedicated to creating and sustaining an environment that values individuality and difference and celebrates the diversity of both staff and pupils by fostering perseverance, tolerance and integrity. We believe in equal opportunity for everyone, irrespective of age, disability, gender, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sexual orientation or socio-economic background.

 DISCLOSURE CHECKS

Eton College is committed to safeguarding and promoting the welfare of children, and applicants must be willing to undergo child protection screening appropriate to the post, including checks with past employers and an Enhanced Disclosure from the Disclosure and Barring Service. If you are successful in your application, you will be required to complete a DBS Disclosure Application Form. Any information disclosed will be handled in accordance with any guidance and/or Code of Practice published by the DBS. The College is exempt from the Rehabilitation of Offenders Act 1974 and therefore all convictions, cautions, reprimands and final warnings (including those which would normally be considered as “spent” under the Act) must be declared, subject to the DBS filtering rules. It is a criminal offence for any person who is barred from working with children to attempt to apply for a position at the College.

Eton College

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